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PRICE University of Oklahoma College of Business Attention and Comprehension 1 The Interpretation Process Activated knowledge influences how consumers attend to information Memory Product knowledge and involvement Information in the environment Interpretation Exposure, Attention, and Comprehension Knowledge, meanings and beliefs 2 INTERPRETATION An ongoing process by which customers make sense of or determine the meaning of important aspects of the physical and social environment as well as their own behaviors and internal affective states 3 External Stimuli Input Sensory Memory (Senses) Working Memory (Shortterm Store) Long-term Memory (Assoc. Network) EXPOSURE - A customer’s contact with information in the environment • Intentional exposure occurs when customers purposefully search for information relevant to a goal or problem they have. • Accidental exposure occurs when customers unexpectedly encounter marketing information in their environments. • Selective exposure is a customer’s tendency to avoid exposure. 4 EXPOSURE Marketers can facilitate intentional exposure. 5 EXPOSURE Marketers can maximize accidental exposure 6 External Stimuli Input Sensory Memory (Senses) Working Memory (Shortterm Store) Long-term Memory (Assoc. Network) ATTENTION is focusing on information that is relevant to important goals and values. 1. Preconscious attention is the highly automatic, largely unconscious selection of certain stimuli for simple cognitive processing 2. Focal attention is a controlled, conscious level of attention that focuses cognitive processes on relevant or prominent stimuli in the environment 3. Selective attention is the process by which customers select information in the environment to interpret 7 Levels of Attention Preconscious Attention Uses activated knowledge from long-term memory No conscious awareness Automatic processes Uses little or no cognitive capacity Focal Attention Same Conscious awareness Controlled processes Uses some cognitive capacity 8 Levels of Attention Preconscious Attention More likely for familiar, frequently encountered concepts, with well-learned memory representations Focal Attention More likely for novel, unusual, infrequently encountered concepts, without well-learned memory representations More likely for concepts of low to moderate importance or involvement More likely for concepts of high important or involvement 9 Factors Influencing Attention Affective State • Low affective arousal reduces the amount and intensity of attention • High affective arousal narrows consumer focus and makes attention more selective Involvement Motivational state that guides the selection of stimuli for focal attention and comprehension Environmental Prominence Activating relevant knowledge structures most likely through prominent marketing stimuli 10 Comprehension • Construct meanings • Form knowledge structures that represent relevant concepts, objects, behaviors, and events • Activate relevant knowledge structures (schemas and & scripts) - Provides a framework that guides and directs comprehension processing - Cognitive learning occurs 11 Comprehension The cognitive processes involved in interpreting and understanding concepts, events, objects, and persons in the environment • Construct meanings • Form knowledge structures that represent relevant concepts, objects, behaviors, and events • Activate relevant knowledge structures (schemas and & scripts) - Provides a framework that guides and directs comprehension processing - Cognitive learning occurs 12 COMPREHENSION Inferences Beliefs or knowledge that are not based on information directly present in the environment. Inferences are heavily influenced by consumers’ knowledge that is activated during comprehension. 13 COMPREHENSION Factors Influencing Comprehension Knowledge in Memory Involvement Exposure Environment 14 Information Processing and Memory Stores Exposure Attention Comprehension - Intentional - Preconscious - Accidental - Focal - Selective - Selective External Stimuli Input Sensory Memory (Senses) Rehearsal Chunking Forgotten; lost Activation Retrieval Working Memory (Shortterm Store) Forgotten; lost Accretion Tuning Restructuring Long-term Memory (Assoc. Network) Unavailable 15 Aspects of the Cognitive System 1. Interpretation involves interactions between knowledge in memory and information 2. Activated knowledge influences how consumers attend to information and comprehend its meaning 3. Consumers can consciously attend to and comprehend only small amounts of information at a time 4. Much attention and comprehension processing occurs quickly and automatically with little or no conscious awareness 16